Sales and Service Manager

24 Hour Fitness USA • Boulder, CO

2d

About The Position

The Sales and Service Manager (SSM) ensures the club delivers an outstanding, well-rounded sales and service experience to guests and members by offering membership, fitness, and retail products and services. The SSM hires and develops team members who build relationships, communicate the value of the company’s offerings, and support member acquisition and retention. The position reviews processes and team effectiveness, drives guest and member engagement, and works toward sales revenue goals.

The SSM leads the Sales and Service team, oversees its performance and staffing, and is responsible for department targets that include new member sales, fitness revenue, retail, and member retention. The role drives club sales and local marketing, manages leads, supports member onboarding, and partners with the General Manager and Personal Training team to provide a member-centric experience. The SSM reports to the General Manager, and Sales and Service Experts and Sales and Service Associates report to the SSM.

This role may require a varied schedule, including frequent extended workdays, weekends, and holidays, and travel 10% of the time for training and meetings. Team members in this role are eligible to participate in the Club Team Bonus Plan, Fitness Sales, and Membership Sales Commission Plans.

Requirements

• High school diploma or GED required.
• Current CPR and AED certifications from an approved organization.
• Positive and productive leadership skills, including motivating, coaching, and communicating with diverse groups.
• Strong member-centric focus and comfort engaging with members in person.
• Ability to respond professionally to requests and inquiries from guests, members, and team members.
• Strong organizational skills to execute and prioritize multiple tasks.
• Ability to work in a club office and move about club floors and rooms.
• Ability to occasionally demonstrate or explain physical fitness activities, techniques, and procedures.
• Ability to communicate with members by telephone.
• Ability to access and operate company computer systems, prepare documents, enter data, and read and interpret general and financial reports from a database or email system.
• Ability to work around moving mechanical parts and in a loud environment.
• Ability to work a varied schedule to support business needs; frequent extended workdays, weekends, and holidays may be required.
• Availability to travel 10% of the time to attend training and meetings.

Nice To Haves

• Bachelor’s degree preferred.
• Prior management experience in the service sales industry, leading 4–10 employees, preferred.
• 1–2 years of service sales experience preferred.
• Fitness industry experience preferred.

Responsibilities

• Hire, train, and continuously develop Sales and Service team members.
• Lead team members in presenting product and service offerings tailored to members’ needs; model relationship building and serve as a subject matter expert.
• Assess, provide feedback to, and coach team members; oversee ongoing training and share industry updates.
• Manage the performance, engagement, and personnel matters of Sales and Service team members.
• Manage team schedules within budgeted hours to provide adequate coverage for member and guest needs.
• Meet department targets for new member sales, fitness revenue, retail, and member retention.
• Drive club sales efforts, including new memberships, EFT, fitness packages at point of sale, retail, and club-specific offerings.
• Develop business plans and review weekly sales numbers and club statistics with the General Manager; identify revenue gaps and adjust team execution as needed.
• Set monthly, weekly, and daily sales goals for Sales and Service team members.
• Develop, execute, and coordinate local club marketing activities.
• Generate new business through lead management and stay current on marketing campaigns to communicate them effectively.
• Ensure new members are onboarded with a plan to support their health and wellness goals.
• Consistently achieve or exceed personal and team sales goals.
• Partner with the General Manager to deliver a member-centric experience tailored to guest and member needs.
• Lead by example in maintaining a clean, friendly, and well-maintained club.
• Partner with the Personal Training team to execute fitness initiatives that improve member experience and meet club financial targets.
• Engage members with personal training, group exercise classes, and 24GO digital content.
• Resolve member inquiries, concerns, and complaints professionally within corporate and club parameters.
• Travel to training and meetings as required, approximately 10% of the time.

Benefits

• Eligible to participate in the Club Team Bonus Plan, Fitness Sales Commission Plan, and Membership Sales Commission Plan; these plans reward service and incentivize success by aligning pay with contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED